I am a customer of both. CBA certainly wins hands down on the internet banking/app front.

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^This. I've chopped and changed in the past, but have been with the CBA now for a long time for all my primary banking. I do a lot of banking online so their other services would have to really suck for me to move away from Netbank.

Plus my local branch know me, and service there is good so I have no reason to leave.

Anyway, no loyalty here. I trained myself not to as loan portability was crucial to my growth.
I don't go to a local branch if I don't have to as well. Most things can be done over the phone or online these days so I won't have the chance to see "familiar faces" down at the branch.

ANZ and CBA are currently two of the worst lenders to be loyal too. How they treat existing customers verses new customers is poles apart. No bank is especially loyal to their existing customers, but these two right now are exceptionally bad.

In my initial training with the CBA, we were told to set clients up with 3 products such as a home loan, credit card and savings account (they're all conviniently on the same application form). Do this and they'll likely be customers for life no matter how badly they're treated - the banks words.

The banks do not deserve your loyalty and you're a sucker if you give it to them.

I don't mind CBA Internet banking and phone app, I prefer NAB Internet banking but that might be because it's the one I'm most familiar with.
Westpac Internet banking is the worst, really painful paying a bill or a funds transfer to a new payee.
I'm definitely not loyal, why would anyone be because new customers always get better deals.
Local branch managers and bankers come and go too often as well.